Customer Care Specialist -Level 1 -Wappingers Falls, NY

The Company

Laerdal Medical is an international market leader in training and therapy products for emergency medicine and critical care. Our products and services are used by hospitals, ambulance services, first aid organizations, educational institutions and
others around the world. We are a dynamic and energetic organization consisting of people from a wide variety of cultures and backgrounds. By 2030, we have a goal of helping save 1.000.000 more lives. Every year.

We are searching for an experienced Customer Support Specialist based in our Wappingers Falls, NY office

Primary Duties and Responsibilities:
Provide Customer Service Assistance and support for Laerdal products and services via phone, email, chat or other channels ensuring excellent customer satisfaction. The Tier 1 Customer Success Specialist is the primary person for order entry and general inquiries and will work with purchasing departments to ensure accuracy with the purchasing process. They will provide Customer Service Assistance and support for Laerdal products via multiple channels while ensuring excellent customer satisfaction. The tier 1 role is involved in learning the Laerdal sales processes, products and has a commitment to organizational success.

Position Holder is Accountable For:
Professionally manage incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts as per the department standards and document interactions through SalesForce and QAD.
Provide high quality service and support in a variety of areas including, but not limited to: billing, placing print orders, and Web support.
Troubleshoot customer issues over the phone through effective probing and identifying the root of the customer issue to effectively provide solutions that best resolve the issue.
Use automated information systems to analyze the customer’s situation.
Resolve issues in the best interest of both the customer and company.
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
Manage corrections through to resolution.

Responsibilities:

Place, phone, fax and e-mail basic customer orders
Create Activities and Cases in SalesForce as per department standards
Enter and update Contacts in SalesForce
Process orders as appropriate to ensure timely order processing
Web Support; order holds and answering customer questions
Processing of the Customer Service e-mail box; answering inquiries.
Open New Accounts; updating Customer Master notes
Answer inquiries regarding: invoices; shipping delivery times;product availability;general part number questions; ensuring credit policies are being followed along with reviewing of POs’ for accuracy relating to company financial and contractual obligations.
Support sales organization as needed.

Requirements:
Some experience in a customer service capacity required.
Four year college degree preferred.
Strong multi-tasking and attention to detail skills required.
Must be flexible and have the ability to work shifts from 8am to 8pm and Saturdays.
Effective communication skills with both internal and external customers.
Experience with multiline telephones and online ticketing systems.
Experience with Internet Explorer and Microsoft Office.
Home internet access for off-site/remote operation required.